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Comcast Uses Twitter?

C.C. Chapman shared his quite interesting experience of Comcast monitoring Twitter for negative comments and scheduling a technician visit in response to his post about his lackluster HD picture during a Celtics game.

I must say that I’m rather impressed. This is the first time that I’ve ever heard of monolithic brands effectively using social media to scan for negative customer comments and actually doing something about it!

Do you suppose that they are using some sort of aggregation tool on twitter or more broadly across social media or is there a rep dedicated to monitoring twitter?